Mandarin Speaking General Manager

**Key Responsibilities**:
**A. Hotel Operations**
- Oversee the full spectrum of hotel functions including Front Office, Housekeeping, Engineering, Security, and Guest Relations.
- Develop and implement SOPs to ensure consistent guest experience and service excellence.
- Monitor key performance metrics (Occupancy, ADR, RevPAR, Guest Ratings).
- Drive guest loyalty and satisfaction by fostering a culture of hospitality and personalization.
- Ensure compliance with health & safety, licensing, and hospitality standards.
- Manage vendor relationships for laundry, maintenance, IT systems, and room amenities.

**B. Food & Beverage Operations**
- Supervise daily operations of all F&B outlets including restaurants, bars, cafes, banquet/events, and in-room dining.
- Plan and implement seasonal menus, promotions, and themed events in collaboration with the culinary team.
- Monitor kitchen hygiene, food safety, and service quality standards (HACCP compliance).
- Manage inventory, procurement, and cost controls to ensure profitable margins.
- Lead innovation in customer service, menu development, and beverage programs.
- Recruit and train front-of-house and back-of-house staff to deliver a premium dining experience.

**C. Pickleball Court & Recreational Facilities**
- Oversee the management and maintenance of the pickleball court and any related facilities (e.g. locker rooms, rental counters).
- Develop community engagement programs such as pickleball tournaments, coaching clinics, or memberships.
- Ensure high safety standards, proper scheduling, and user satisfaction.
- Explore revenue-generating ideas like court rentals, sponsorships, and fitness packages.
- Develop and execute annual business plans and budgets for each operational unit.
- Monitor and analyze P&L performance, forecast revenue, and implement cost-saving initiatives.
- Identify new revenue streams, partnerships, and local marketing initiatives.
- Ensure alignment with the overall vision and objectives of the company.
- Work closely with the marketing team to promote the hotel, F&B, and recreational services.
- Lead, inspire, and coach a cross-functional team across departments.
- Oversee recruitment, onboarding, and continuous training programs.
- Establish clear KPIs and accountability frameworks.
- Foster a results-driven and service-oriented culture.
- Handle escalated guest complaints and operational issues diplomatically.
- Maintain a visible and approachable presence on the ground to engage with guests and staff.
- Uphold the brand image and ensure consistency in service delivery.
- Drive online reputation management by monitoring reviews and responding accordingly.
- Identify opportunities to enhance the guest journey across touchpoints.
- Ensure compliance with all statutory regulations including licensing, fire safety, insurance, and labor laws.
- Conduct regular audits of safety, security, hygiene, and maintenance practices.
- Manage crisis response plans for emergencies such as natural disasters or guest incidents.

**Qualifications & Skills**:

- Bachelor’s Degree in Hospitality, Business Management, or related field.
- Minimum 8-10 years of experience in hotel/F&B operations; multi-facility management preferred.
- Strong leadership, communication, and interpersonal skills.
- Knowledge of property management systems (PMS), POS, and booking software.
- Passion for hospitality, service excellence, and customer engagement.
- Familiarity with sports/recreational management is an added advantage.
- Willing to work flexible hours, including weekends and public holidays.
- Hands-on approach in a dynamic, guest-focused environment.

Pay: RM20,000.00 - RM25,000.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- Hotel/F&B ops; multi-site a plus: 8 years (required)

Work Location: In person